Operations Director

24 hours ago

Cebu City, Central Visayas, Philippines beBeeCustomerExperience Full time ₱1,200,000 - ₱1,500,000
Job Title

Operations Director Opportunity

">Job Description:

The Operations Director will oversee a virtual Medical Contact Center team, engaging and motivating a large team with diverse skills, responsibilities, and geographic locations to deliver customer-centered service during significant change. They will drive collaboration with matrix partners to understand and deliver upon promises to customers, clients, and employees.

">Key Qualifications:
  • Leadership Skills: Strong operational orientation, influential leadership in a highly matrixed operations organization, proven results in leading an organization and peers through changing business and/or operations priorities.
  • Management Capability: Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
  • Communication Skills: Exceptional verbal and written communication skills, demonstrated ability to research, problem-solve, troubleshoot, lead, influence, and partner across a matrix organization.
">Responsibilities:
  1. Leads a team of 8 to 10 Front Line Supervisors and Staff (total span of control 100+), across 24 x 7 service shifts.
  2. Directs the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies.
  3. Leads people initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development.
  4. Interfaces with other service functions and business units accordingly.
  5. Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
  6. Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests, developing innovative solutions.
  7. Anticipates customer needs and proactively develops solutions to meet them.
  8. Solves unique and complex problems with broad impact on the business.
  9. Develops and manages business plans to achieve objectives.
  10. Manages external and internal service compliance, identifies risk/compliance opportunities, supports assessment and mitigation of identified risks, responsible to corporate risk and other compliance functions.
  11. Continuously identifies, analyzes, and drives service expense opportunities by employer group and by account, delivers short- and long-term savings to the company and customers by enhancing the service experience, influences others to consider the customer's service expense opportunities.
  12. Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
  13. Develops direct reports through coaching, delegation, and guidance to master current roles and expand their influence for more responsibility or another client role.
  14. Focusing on improving the customer experience through coaching, guidance, and identification/execution of operational improvement opportunities, collaborating with Quality and Coaching to improve overall audit performance on customer surveys.
">General Safety and Security:
  • Protects the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

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